May 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction that the refrigerator failed too soon and his request for an exchange We apologize that Mr [redacted] refrigerator failed to meet his expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few weeks oldAccording to our records, the refrigerator was delivered on March 20, and he reported the problem with the refrigerator on April 29, Since the refrigerator failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor for serviceA warranty exchange will only be issued if the refrigerator is deemed non repairable In Mr [redacted] case, on May 3, our technician assessed the refrigerator and ordered a starter relay; he returned on May to install the partRegrettably, the refrigerator continued to have a problem and our technician ordered a compressorOur technician returned on May 15, and installed the compressorThe refrigerator repair was completed and is operationalWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 6, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] rebuttal to our response regarding his dissatisfaction that the refrigerator failed too soon and his request for an exchange.
We received Mr. [redacted] rebuttal and he confirmed that the refrigerator and freezer are both cooling; however, he mentioned his concern that the compressor is making a gurgling noise. We made an attempt to contact Mr. [redacted] to schedule service, but were unable to reach him. We left a voicemail and suggested that he contact us to schedule service if he would like the compressor inspected.
Mr. [redacted] also mentioned his concern that the refrigerator was uneconomical to repair. We would like to clarify that the refrigerator repair was covered by the manufacturer’s one-year warranty for parts and labor; at no cost to Mr. [redacted]. The copy of the receipt that Mr. [redacted] was provided indicates a consumer’s cost if the repair was not under warranty. The refrigerator was not deemed uneconomical to repair. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Complaint: [redacted]
I am rejecting this response because:5/10 Tech arrived at 5:30, replaced part. Refrigerator still did notoperate normally. Compressor did not work.Tech tested other components and replaced another part with one thathe had in his van. Compressor still did not work.Tech continued to test components and determined the compressor to bebad.Compressor was ordered by tech. No eta on the arrival time.Refrigerator still not working.Note: tech asked if 1st tech had pulled the refigerator away from wall andopened it up to troubleshoot during the initial visit.No he did not. The 1st tech did not perform any testing or even move the refrigerator to access the internal components.He "diagnosed" the faulty part by listening to the refrigerator. The incompletediagnosis resulted in even further downtime and inconvenience. 13 days without a working refrigerator that is now 53 days old.Also, the repair costs of $1,200.00 now equal the cost of the refrigerator, with moreto come with the installation of the new compressor pending. And there is noguarantee that repair attempt will completely restore the refrigerator to workingcondition.5/12 Compressor arrived. Called sears homecare again to schedule installation date. 5/15 @8am wasnext available time.5/15 Service techs (2) arrived at 8 and replaced compressor, left at 11.Another $900 ($2,100 total) in repair costs now exceeds the value of the refrigerator by almost double.5/17 Refrigerator is cooling 43f, freezer temp is 6f. However, there is a noticeable,persistent, annoying, gurgling noise since the compressor replacement.
Sincerely,
[redacted]
May 23, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction that the refrigerator failed too...
soon and his request for an exchange.
We apologize that Mr. [redacted] refrigerator failed to meet his expectations. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the product is only a few weeks old. According to our records, the refrigerator was delivered on March 20, 2017 and he reported the problem with the refrigerator on April 29, 2017. Since the refrigerator failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor for service. A warranty exchange will only be issued if the refrigerator is deemed non repairable.
In Mr. [redacted] case, on May 3, 2017 our technician assessed the refrigerator and ordered a starter relay; he returned on May 10 2017 to install the part. Regrettably, the refrigerator continued to have a problem and our technician ordered a compressor. Our technician returned on May 15, 2017 and installed the compressor. The refrigerator repair was completed and is operational. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
May 23, [redacted] Revdex.com North Wabash Ave., Ste# Chicago, IL Re: [redacted] Dear Ms [redacted] We have completed the investigation of Mr [redacted] complaint regarding his dissatisfaction that the refrigerator failed too soon and his request for an exchange We apologize that Mr [redacted] refrigerator failed to meet his expectationsThe reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to failWe also understand how frustrating this can be to a consumer, especially when the product is only a few weeks oldAccording to our records, the refrigerator was delivered on March 20, and he reported the problem with the refrigerator on April 29, Since the refrigerator failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor for serviceA warranty exchange will only be issued if the refrigerator is deemed non repairable In Mr [redacted] case, on May 3, our technician assessed the refrigerator and ordered a starter relay; he returned on May to install the partRegrettably, the refrigerator continued to have a problem and our technician ordered a compressorOur technician returned on May 15, and installed the compressorThe refrigerator repair was completed and is operationalWith that being said, since we have addressed the issue brought forth in Mr [redacted] complaint, we have closed our file We apologize to Mr [redacted] and appreciate the opportunity to address this matterPlease feel free to contact me if you have any further questions or concerns Sincerely, [redacted] Regulatory Complaint Specialist Sears Holdings Corporation [redacted]
June 6, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] rebuttal to our response regarding his dissatisfaction that the refrigerator failed too soon and his request for an exchange.
We received Mr. [redacted] rebuttal and he confirmed that the refrigerator and freezer are both cooling; however, he mentioned his concern that the compressor is making a gurgling noise. We made an attempt to contact Mr. [redacted] to schedule service, but were unable to reach him. We left a voicemail and suggested that he contact us to schedule service if he would like the compressor inspected.
Mr. [redacted] also mentioned his concern that the refrigerator was uneconomical to repair. We would like to clarify that the refrigerator repair was covered by the manufacturer’s one-year warranty for parts and labor; at no cost to Mr. [redacted]. The copy of the receipt that Mr. [redacted] was provided indicates a consumer’s cost if the repair was not under warranty. The refrigerator was not deemed uneconomical to repair. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]
Complaint: [redacted]
I am rejecting this response because:5/10 Tech arrived at 5:30, replaced part. Refrigerator still did notoperate normally. Compressor did not work.Tech tested other components and replaced another part with one thathe had in his van. Compressor still did not work.Tech continued to test components and determined the compressor to bebad.Compressor was ordered by tech. No eta on the arrival time.Refrigerator still not working.Note: tech asked if 1st tech had pulled the refigerator away from wall andopened it up to troubleshoot during the initial visit.No he did not. The 1st tech did not perform any testing or even move the refrigerator to access the internal components.He "diagnosed" the faulty part by listening to the refrigerator. The incompletediagnosis resulted in even further downtime and inconvenience. 13 days without a working refrigerator that is now 53 days old.Also, the repair costs of $1,200.00 now equal the cost of the refrigerator, with moreto come with the installation of the new compressor pending. And there is noguarantee that repair attempt will completely restore the refrigerator to workingcondition.5/12 Compressor arrived. Called sears homecare again to schedule installation date. 5/15 @8am wasnext available time.5/15 Service techs (2) arrived at 8 and replaced compressor, left at 11.Another $900 ($2,100 total) in repair costs now exceeds the value of the refrigerator by almost double.5/17 Refrigerator is cooling 43f, freezer temp is 6f. However, there is a noticeable,persistent, annoying, gurgling noise since the compressor replacement.
Sincerely,
[redacted]
May 23, 2017
[redacted] Revdex.com
330 North Wabash Ave., Ste. #2006
Chicago, IL 60611
Re: [redacted]
Dear Ms. [redacted]
We have completed the investigation of Mr. [redacted] complaint regarding his dissatisfaction that the refrigerator failed too...
soon and his request for an exchange.
We apologize that Mr. [redacted] refrigerator failed to meet his expectations. The reality exists that no matter how high the quality is on the items we sell, the potential always exists for a product to fail. We also understand how frustrating this can be to a consumer, especially when the product is only a few weeks old. According to our records, the refrigerator was delivered on March 20, 2017 and he reported the problem with the refrigerator on April 29, 2017. Since the refrigerator failed after our 30-day hassle-free exchange/return period, the unit is covered by the manufacturer’s one year warranty for parts and labor for service. A warranty exchange will only be issued if the refrigerator is deemed non repairable.
In Mr. [redacted] case, on May 3, 2017 our technician assessed the refrigerator and ordered a starter relay; he returned on May 10 2017 to install the part. Regrettably, the refrigerator continued to have a problem and our technician ordered a compressor. Our technician returned on May 15, 2017 and installed the compressor. The refrigerator repair was completed and is operational. With that being said, since we have addressed the issue brought forth in Mr. [redacted] complaint, we have closed our file.
We apologize to Mr. [redacted] and appreciate the opportunity to address this matter. Please feel free to contact me if you have any further questions or concerns.
Sincerely,
[redacted] Regulatory Complaint Specialist
Sears Holdings Corporation
[redacted]